Collaborative Service Blueprinting for Design Thinking: Evaluation of a Digital Prototype

Abstract

A high degree of innovation is becoming a decisive factor for companies aiming at sustainable competitive advantages. New methods of innovation have become increasingly important in practice. Using such methods in globally operating teams requires location-and time-independent solutions such as web-based collaboration tools. This paper evaluates the ability to digitalize the service innovation method Service Blueprinting using a selfdeveloped prototype. The prototype is evaluated thoroughly in two different studies. In-depth user tests with Design Thinking experts and laymen prove the suitability for Design Thinking and the interaction with the prototype from a HCI perspective. Additionally, we evaluate the acceptance, perceived usefulness and effectiveness quantitatively in the light of the prototype's collaboration capability. The results indicate the transferability of the required mindset through the digital tool as well as its the acceptance and usefulness. It represents a practical and suitable solution for the digitalizing of Service Blueprinting.

Software Tools for Supporting Reflection in Design Thinking Projects

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“…From the points opened in the previous Discussion section, and in relation to improving the knowledge of households in Huelva about the integral water cycle, we can recommend a series of actions that, in some way, the web-based prototype [39] should incorporate such as:…”

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“…In diesem Schritt versuchen die Teilnehmer, mit verschiedensten Materialien die Ideen in Form einfacher Prototypen umzusetzen. Das Ziel dieser Phase ist es, eine sichtbare und/oder greifbare Version einer Idee umzusetzen (Potthoff et al 2018). Die Relevanz der erstellten Prototypen wird schließlich in dem Prozessschritt Test erprobt.…”